Medical Enrollment- Customer Service Representative

Open Enrollment Support - CSO Customer Service Representative

Total Openings: 30

POSITION OVERVIEW

Contract Details

• Start Date: New hire training begins on Monday, December 9, 2024.
• Required Schedules: Full-time, Monday through Friday
• Training: 4-6 weeks from 8:00 AM to 4:30 PM CST
• Long Term: Hours vary between 9:00 AM to 7:00 PM CST
• Note: Saturday shifts (9:00 AM - 1:00 PM CST) may be required with prior notice.
• Assignment Duration: 6 months with a possibility of temporary-to-hire based on performance and availability of permanent openings.
• Starting Salary: $17 per hour

Important Training Notes

• Training includes a virtual classroom environment.
• 100% attendance is required due to the amount of information covered.
• Missing more than 12 hours of training may result in immediate termination.

What You'll Be Doing

• Provide support to health plan members, providers, and their representatives.
• Answer and manage inbound inquiries regarding health plan benefits, claims, eligibility, medical procedures, billing, and payments.
• Conduct outbound and return calls as necessary.
• Ask appropriate questions to identify specific customer needs and provide assistance.
• Communicate tactfully and empathetically to resolve issues and de-escalate stressful situations.
• Meet performance goals in efficiency, accuracy, quality, member satisfaction, and attendance.
• Adhere to department, organization, and regulatory policies and procedures.

The Experience You'll Need

• Required
• High school diploma or GED.
• At least 1 year of call center experience.
• Ability to handle 50-100 calls daily.
• Proficiency in using computers and Microsoft applications.
• Ability to type 35 WPM and learn new computer programs.
• Flexibility to adjust daily schedule and work overtime or weekends as needed.
• Strong listening and problem-solving skills.
• Ability to maintain strict confidentiality of protected health information.
• Preferred
• 2+ years of experience in a health plan, TPA, or related call center setting.
• Knowledge of managed care, Commercial, Marketplace, Medicaid, and Medicare programs.
• Bilingual in Spanish and English (bilingual assessment required for a $0.50 differential in pay).

At Home Workspace Requirements

• Quiet, private workspace free from noise and distractions.
• Must maintain privacy and security to protect HIPAA and PHI information.
• Working remotely in public places or outside the country is not allowed.
• Pre-approval is required for any changes to your workspace location.

Technology Requirements

• A smartphone for accessing Microsoft Multi-Factor Authentication and Microsoft Teams.
• High-speed internet service (100 MBPS fiber optic) with a direct connection to your router via an ethernet cable.
• Use of WIFI on your laptop is not permitted due to compatibility issues with the NICE application.